# Conversation AI Bot Explained > Learn what the Conversation AI Bot is in GHL Customer Care, how it automates customer conversations, and where to find setup guides for each major configuration area. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-bot-explained - Section: AI Employee / Getting Started w/ Conversation AI - Reading time: 7 min - Images: 9, each explained below --- Conversation AI in GHL Customer Care helps businesses automate, manage, and scale customer conversations using AI-powered agents. These agents can respond to leads and customers across supported communication channels, suggest replies for team members, answer common questions, help qualify contacts, and support appointment booking or other goal-based outcomes. This article is designed as a hub for understanding the Conversation AI Bot experience. It explains what Conversation AI is, what each major configuration area does, and where to find detailed setup guides for each feature. --- **TABLE OF CONTENTS** - [What is the Conversation AI Bot in GHL Customer Care?](#what-is-the-conversation-ai-bot-in-ghl-customer-care)[](#key-benefits-of-conversation-ai-bot) - [Key Benefits of Conversation AI Bot](#key-benefits-of-conversation-ai-bot)[](#where-to-access-conversation-ai) - [Where to Access Conversation AI](#where-to-access-conversation-ai)[](#key-areas-in-conversation-ai) - [Key Areas in Conversation AI](#key-areas-in-conversation-ai) - [Response Modes: Off, Suggestive, and Autopilot](#response-modes-off-suggestive-and-autopilot)[](#primary-vs-non-primary-agents) - [Primary vs Non-Primary Agents](#primary-vs-non-primary-agents)[](#configuration-sections-of-a-conversation-ai-bot) - [Configuration Sections of a Conversation AI Bot](#configuration-sections-of-a-conversation-ai-bot)[](#bot-settings) - [Bot Settings](#bot-settings)[](#bot-training) - [Bot Training](#bot-training)[](#brand-voice) - [Brand Voice](#brand-voice)[](#bot-goals) - [Bot Goals](#bot-goals)[](#additional-instructions) - [Additional Instructions](#additional-instructions)[](#dashboard-and-monitoring) - [Dashboard and Monitoring](#dashboard-and-monitoring)[](#using-conversation-ai-in-workflows) - [Using Conversation AI in Workflows](#using-conversation-ai-in-workflows)[](#frequently-asked-questions) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **What is the Conversation AI Bot in GHL Customer Care?** The Conversation AI Bot is an AI-powered agent inside GHL Customer Care that helps businesses handle customer conversations more efficiently. It can understand incoming messages, use the information it has been trained on, and respond based on the behavior, goals, and instructions configured for that agent. Businesses can use Conversation AI to support everyday communication tasks such as answering frequently asked questions, responding to new leads, assisting with appointment booking, collecting information from contacts, and keeping conversations moving when team members are unavailable. Depending on how the agent is configured, it can either suggest replies for a user to review or automatically respond to contacts in supported channels. Conversation AI is especially useful for teams that want to reduce manual response time, provide consistent answers, qualify leads faster, and automate repetitive conversation flows while still keeping control over tone, behavior, and escalation rules. --- ## **Key Benefits of Conversation AI Bot** - **Faster customer responses:** Conversation AI can respond automatically in Autopilot mode or provide suggested replies for team members to review. - **Consistent communication:** Bot training, Brand Voice, and Additional Instructions help the agent follow approved messaging, tone, and guidelines. - **Lead qualification support:** The bot can ask questions, collect information, and help move contacts toward the right next step. - **Appointment booking assistance:** When configured with booking goals, the bot can help guide contacts toward scheduling appointments. - **Scalable support:** Teams can handle more conversations without relying only on manual replies. - **Performance visibility:** Dashboard and agent logs help users review activity, monitor outcomes, and troubleshoot behavior. --- ## **Where to Access Conversation AI** Conversation AI is managed from the AI Agents area in GHL Customer Care. This is where users can view existing agents, create new agents, open an agent, and configure the bot’s settings, training, goals, instructions, and reporting. Go to **AI Agents → Conversation AI** to view your agent list, create a new agent, or open an existing one to configure its settings. **Learn More:** - [Setting Up Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot) - [Guided Form Based Setup for Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/guided-form-based-setup-for-conversation-ai) - [Conversation AI Flow Builder](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-flow-builder) ![Where to Access Conversation AI (image 1 of 9)](https://jumpshare.com/share/6X5MB6gNXleVyhB6IEMu+/Screen+Shot+2026-06-01+at+18.11.05.png) **Where to Access Conversation AI (image 1 of 9)** This screenshot appears in the "Where to Access Conversation AI" section of "Conversation AI Bot Explained". The text alongside this image reads: Setting Up Conversation AI Guided Form Based Setup for Conversation AI Conversation AI Flow Builder. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Conversation AI includes a few core concepts that determine how agents behave, where they respond, and how they are used across conversations and workflows. - What this covers: Setting Up Conversation AI Guided Form Based Setup for Conversation AI Conversation AI Flow Builder - Fields: Setting Up Conversation AI, Guided Form Based Setup for Conversation AI, Conversation AI Flow Builder - Controls: AI Agents → Conversation AI - Next: Conversation AI includes a few core concepts that determine how agents behave, where they respond, and how they are used across conversations and workflows. Full procedure: 1. Setting Up Conversation AI 2. Guided Form Based Setup for Conversation AI 3. Conversation AI Flow Builder --- ## **Key Areas in Conversation AI** Conversation AI includes a few core concepts that determine how agents behave, where they respond, and how they are used across conversations and workflows. ### **Response Modes: Off, Suggestive, and Autopilot** Response modes control whether the agent is disabled, suggests replies for a user to send, or replies automatically to contacts. - **Off:** Conversation AI does not respond. - **Suggestive Mode:** Conversation AI drafts reply messages for incoming conversations but does not send them automatically. A human agent reviews each draft, edits it if needed, and has to manually send it. **When to use it:** - You want AI assistance without fully automated responses - A human needs to approve messages before they reach the customer - You're testing a new bot's output before going fully automated - **Autopilot Mode:** Conversation AI replies automatically based on the agent’s training, settings, goals, and instructions. ![Response Modes: Off, Suggestive, and Autopilot (image 2 of 9)](https://jumpshare.com/share/ddZsIbPkg9mzvISyw4x3+/Screen+Shot+2026-06-01+at+18.17.43.png) **Response Modes: Off, Suggestive, and Autopilot (image 2 of 9)** This screenshot appears in the "Response Modes: Off, Suggestive, and Autopilot" section of "Conversation AI Bot Explained". The text alongside this image reads: Off: Conversation AI does not respond. Suggestive Mode: Conversation AI drafts reply messages for incoming conversations but does not send them automatically. A human agent reviews each draft, edits it if needed, and has to manually send it. When to use it: Autopilot Mode: Conversation AI replies…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Primary and non-primary agent settings determine how an agent is used across channels and workflows. This helps users control which agent handles general inbound conversations and which agents are reserved for more specific use cases. - What this covers: Off: Conversation AI does not respond. Suggestive Mode: Conversation AI drafts reply messages for incoming conversations but does not send them automatically. A human agent reviews each draft, edits it if needed, and has to manually send it. When to use it: Autopilot Mode: Conversation AI replies automatically based on the agent’s training, settings, goals, and instructions. - Fields: You want AI assistance without fully automated responses - Next: Primary and non-primary agent settings determine how an agent is used across channels and workflows. This helps users control which agent handles general inbound conversations and which agents are reserved for more specific use cases. Full procedure: 1. Off: Conversation AI does not respond. 2. Suggestive Mode: Conversation AI drafts reply messages for incoming conversations but does not send them automatically. A human agent reviews each draft, edits it if needed, and has to manually send it. When to use it: 3. Autopilot Mode: Conversation AI replies automatically based on the agent’s training, settings, goals, and instructions. ### **Primary vs Non-Primary Agents** Primary and non-primary agent settings determine how an agent is used across channels and workflows. This helps users control which agent handles general inbound conversations and which agents are reserved for more specific use cases. A **primary** agent can handle general inbound conversations for the channels you assign. **Non-primary** agents are typically used inside workflows and respond only when invoked there. **Learn more:** **[Conversation AI – Primary vs Non-Primary Bots](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-primary-vs-non-primary-bots)** ![Primary vs Non-Primary Agents (image 3 of 9)](https://jumpshare.com/share/VOIGOYAiiJZZzCTpC0ww+/Screen+Shot+2026-06-01+at+18.20.23.png) **Primary vs Non-Primary Agents (image 3 of 9)** This screenshot appears in the "Primary vs Non-Primary Agents" section of "Conversation AI Bot Explained". The text alongside this image reads: Learn more: Conversation AI – Primary vs Non-Primary Bots. Immediately after, the guide continues: Each Conversation AI agent includes several configuration areas. These sections control the agent’s identity, response behavior, training sources, tone, goals, additional guidance, and performance tracking. - What this covers: Learn more: Conversation AI – Primary vs Non-Primary Bots - Controls: primary, Non-primary - Next: Each Conversation AI agent includes several configuration areas. These sections control the agent’s identity, response behavior, training sources, tone, goals, additional guidance, and performance tracking. --- ## **Configuration Sections of a Conversation AI Bot** Each Conversation AI agent includes several configuration areas. These sections control the agent’s identity, response behavior, training sources, tone, goals, additional guidance, and performance tracking. ### **Bot Settings** Bot Settings define the agent’s basic identity, operating mode, channels, and response behavior. These settings help users control where the bot is active, how quickly it responds, what types of messages it can handle, and when it should stop or resume responding. **Use Bot Settings to configure:** - Agent name - Bot status or response mode - Supported conversation channels assigned to the agent - Primary bot behavior - Advanced behavior controls such as response delays, message limits, sleep/reactivation behavior, and attachment handling - Response style settings such as Concise, Balanced, or Detailed **Learn more:** - [Conversation AI – Advanced Settings Overview](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-advanced-settings-overview) - [Configure Response Settings in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/configure-response-settings-in-conversation-ai)  ![Bot Settings (image 4 of 9)](https://jumpshare.com/share/76kFtXQ8oMIciecwhoYV+/GIF+Recording+2026-06-01+at+18.30.48.gif) **Bot Settings (image 4 of 9)** This animation appears in the "Bot Settings" section of "Conversation AI Bot Explained". The text alongside this image reads: Conversation AI – Advanced Settings Overview Configure Response Settings in Conversation AI. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: Bot Training gives the agent the information it needs to answer accurately. Training sources help the bot understand business-specific details, services, policies, FAQs, and other approved content it can use when responding to contacts. - What this covers: Conversation AI – Advanced Settings Overview Configure Response Settings in Conversation AI - Fields: Agent name, Bot status or response mode, Supported conversation channels assigned to the agent, Primary bot behavior, Conversation AI – Advanced Settings Overview, Configure Response Settings in Conversation AI - Next: Bot Training gives the agent the information it needs to answer accurately. Training sources help the bot understand business-specific details, services, policies, FAQs, and other approved content it can use when responding to contacts. Example values (illustrative, not read from the screenshot): - Agent name: Priya Raman Full procedure: 1. Agent name 2. Bot status or response mode 3. Supported conversation channels assigned to the agent 4. Primary bot behavior 5. Advanced behavior controls such as response delays, message limits, sleep/reactivation behavior, and attachment handling 6. Response style settings such as Concise, Balanced, or Detailed ### **Bot Training** Bot Training gives the agent the information it needs to answer accurately. Training sources help the bot understand business-specific details, services, policies, FAQs, and other approved content it can use when responding to contacts. Users can train Conversation AI with approved sources so the bot can provide relevant answers instead of relying only on generic AI responses. Depending on the available setup, this may include Knowledge Bases, documents, URLs, FAQs, or other supported training sources. **Learn more:** - [Training Your Conversation AI Bot](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/training-your-conversation-ai-bot) - [How to Use Knowledge Base Triggers in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/how-to-use-knowledge-base-triggers-in-conversation-ai) - [Conversation AI - New Knowledge Sources & Quality Upgrades](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/conversation-ai-new-knowledge-sources-quality-upgrades) ![Bot Training (image 5 of 9)](https://jumpshare.com/share/lB8tDgKagRnGt3bCrRSK+/GIF+Recording+2026-06-02+at+16.45.48.gif) **Bot Training (image 5 of 9)** This animation appears in the "Bot Training" section of "Conversation AI Bot Explained". The text alongside this image reads: Training Your Conversation AI Bot How to Use Knowledge Base Triggers in Conversation AI Conversation AI - New Knowledge Sources & Quality Upgrades. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Brand Voice helps keep AI-generated responses aligned with the business’s preferred tone, language, and style. Assigning a Brand Voice helps the bot sound more consistent with the company’s messaging across customer conversations. - What this covers: Training Your Conversation AI Bot How to Use Knowledge Base Triggers in Conversation AI Conversation AI - New Knowledge Sources & Quality Upgrades - Fields: Training Your Conversation AI Bot, How to Use Knowledge Base Triggers in Conversation AI, Conversation AI - New Knowledge Sources & Quality Upgrades - Next: Brand Voice helps keep AI-generated responses aligned with the business’s preferred tone, language, and style. Assigning a Brand Voice helps the bot sound more consistent with the company’s messaging across customer conversations. Full procedure: 1. Training Your Conversation AI Bot 2. How to Use Knowledge Base Triggers in Conversation AI 3. Conversation AI - New Knowledge Sources & Quality Upgrades ### **Brand Voice** Brand Voice helps keep AI-generated responses aligned with the business’s preferred tone, language, and style. Assigning a Brand Voice helps the bot sound more consistent with the company’s messaging across customer conversations. Use Brand Voice when the bot should follow a specific communication style, such as friendly, professional, concise, casual, or brand-specific language rules. **Learn more:** - [Create Your Brand Voice from Text or URL](https://docs.ghlcustomercare.com/docs/marketing/brand-board/how-to-create-brand-voice-from-text-or-url) ### ![Brand Voice (image 6 of 9)](https://jumpshare.com/share/hsMwYHT18lO88kMNxf5F+/GIF+Recording+2026-06-02+at+16.50.00.gif) **Brand Voice (image 6 of 9)** This animation appears in the "Brand Voice" section of "Conversation AI Bot Explained". The text alongside this image reads: Create Your Brand Voice from Text or URL. Immediately after, the guide continues: Bot Goals define what the agent should accomplish during a conversation. Goals help the bot move beyond answering questions by guiding contacts toward specific outcomes, such as booking an appointment, collecting required details, or…. - What this covers: Create Your Brand Voice from Text or URL - Next: Bot Goals define what the agent should accomplish during a conversation. Goals help the bot move beyond answering questions by guiding contacts toward specific outcomes, such as booking an appointment, collecting required details, or triggering a workflow after a successful interaction. ### **Bot Goals** Bot Goals define what the agent should accomplish during a conversation. Goals help the bot move beyond answering questions by guiding contacts toward specific outcomes, such as booking an appointment, collecting required details, or triggering a workflow after a successful interaction. Depending on the use case, Bot Goals may include appointment booking behavior, questions the bot should ask, information it should collect, post-booking behavior, workflow triggers, cancellation or rescheduling options, and notification preferences. **Learn more:** - [Appointment Booking in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/appointment-booking-in-conversation-ai) ![Bot Goals (image 7 of 9)](https://jumpshare.com/share/KKyYYsfeeYvLm65yIbqL+/GIF+Recording+2026-06-02+at+16.55.10.gif) **Bot Goals (image 7 of 9)** This animation appears in the "Bot Goals" section of "Conversation AI Bot Explained". The text alongside this image reads: Appointment Booking in Conversation AI. For context, this section explains: Bot Goals define what the agent should accomplish during a conversation. Goals help the bot move beyond answering questions by guiding contacts toward specific outcomes, such as booking an appointment, collecting required details, or triggering a workflow after a successful interaction. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Additional Instructions give the agent extra rules for how it should behave in conversations. These instructions help users define conversation guidelines, tone expectations, initial messaging, and specific do-or-don’t rules that may not…. - What this covers: Appointment Booking in Conversation AI - Fields: Appointment Booking in Conversation AI - Next: Additional Instructions give the agent extra rules for how it should behave in conversations. These instructions help users define conversation guidelines, tone expectations, initial messaging, and specific do-or-don’t rules that may not be covered by training content alone. ### **Additional Instructions** Additional Instructions give the agent extra rules for how it should behave in conversations. These instructions help users define conversation guidelines, tone expectations, initial messaging, and specific do-or-don’t rules that may not be covered by training content alone. Examples of additional instructions may include maintaining a concise tone, mirroring the customer’s language, avoiding emojis, asking one question at a time, or following specific compliance-friendly response rules. ![Additional Instructions (image 8 of 9)](https://jumpshare.com/share/aG2QDXCMeLjYKRsjmhpy+/Screen+Shot+2026-06-02+at+17.00.14.png) **Additional Instructions (image 8 of 9)** This screenshot appears in the "Additional Instructions" section of "Conversation AI Bot Explained". The text alongside this image reads: Examples of additional instructions may include maintaining a concise tone, mirroring the customer’s language, avoiding emojis, asking one question at a time, or following specific compliance-friendly response rules. Immediately after, the guide continues: Dashboard and monitoring tools help users understand how Conversation AI is performing. Reviewing activity makes it easier to evaluate the bot’s impact, identify missed opportunities, and troubleshoot responses when needed. - What this covers: Examples of additional instructions may include maintaining a concise tone, mirroring the customer’s language, avoiding emojis, asking one question at a time, or following specific compliance-friendly response rules. - Next: Dashboard and monitoring tools help users understand how Conversation AI is performing. Reviewing activity makes it easier to evaluate the bot’s impact, identify missed opportunities, and troubleshoot responses when needed. ### **Dashboard and Monitoring** Dashboard and monitoring tools help users understand how Conversation AI is performing. Reviewing activity makes it easier to evaluate the bot’s impact, identify missed opportunities, and troubleshoot responses when needed. Use the dashboard and logs to review metrics such as unique contacts, actions triggered, appointments booked, time saved, and past AI interactions. **Learn more:** - [Conversation AI Agents Dashboard](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-agents-dashboard) - [Conversation AI – Agent Logs](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-agent-logs)  ![Dashboard and Monitoring (image 9 of 9)](https://jumpshare.com/share/jL9N8ZwtqgggbR8o9Rlw+/Screen+Shot+2026-06-02+at+17.04.40.png) **Dashboard and Monitoring (image 9 of 9)** This screenshot appears in the "Dashboard and Monitoring" section of "Conversation AI Bot Explained". The text alongside this image reads: Conversation AI Agents Dashboard Conversation AI – Agent Logs. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Conversation AI can also be used inside workflows for automated conversation steps. This allows users to generate AI-powered replies, wait for contact responses, and continue automation based on how a contact replies. - What this covers: Conversation AI Agents Dashboard Conversation AI – Agent Logs - Fields: Conversation AI Agents Dashboard, Conversation AI – Agent Logs - Next: Conversation AI can also be used inside workflows for automated conversation steps. This allows users to generate AI-powered replies, wait for contact responses, and continue automation based on how a contact replies. Full procedure: 1. Conversation AI Agents Dashboard 2. Conversation AI – Agent Logs --- ## **Using Conversation AI in Workflows** Conversation AI can also be used inside workflows for automated conversation steps. This allows users to generate AI-powered replies, wait for contact responses, and continue automation based on how a contact replies. Workflow-based Conversation AI is helpful when users want the bot to participate in a specific automation path rather than handle general inbound conversations from assigned channels. **Learn more:** - **[](https://docs.ghlcustomercare.com/docs/workflows/workflow-actions/workflow-actions-conversation-ai)**[](https://docs.ghlcustomercare.com/docs/workflows/workflow-actions/workflow-actions-conversation-ai)[Workflow Actions - Conversation AI](https://docs.ghlcustomercare.com/docs/workflows/workflow-actions/workflow-actions-conversation-ai) - [Trigger a Workflow within Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-workflows/trigger-a-workflow-within-conversation-ai) - [Workflow Action - Update Conversation AI Bot and Status](https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-update-conversation-ai-bot-and-status) --- ## **Frequently Asked Questions** **Q: Is Conversation AI only for fully automated replies?** No. Users can configure Conversation AI in Suggestive mode to draft replies for review, or in Autopilot mode to send replies automatically. **Q: Can different agents have different purposes?** Yes. Users can configure agents differently depending on the use case, such as general support, appointment booking, lead qualification, or workflow-specific messaging. **Q: Does the bot need training before it can answer accurately?** Training is recommended so the bot can use approved business-specific information when responding to contacts. **Q: Can the bot follow a specific tone or brand style?** Yes. Brand Voice and Additional Instructions help control tone, wording, and conversation behavior. **Q: Can Conversation AI book appointments?** Yes, when the proper Bot Goals and appointment booking settings are configured. **Q: Where can users review what the bot has done?** Users can review bot activity through the Conversation AI dashboard and agent logs. --- ### **Related Articles** - [Setting Up Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot)  - [Configure Response Settings in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/configure-response-settings-in-conversation-ai)  - [Conversation AI Public API](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-public-api)  - [Bot Status for Individual Contacts](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/bot-status-for-individual-contacts)  - [Cancellation and Rescheduling of Appointments in Form Based Bots](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/cancellation-and-rescheduling-of-appointments-in-form-based-bots)  - [Conversation AI- Bot Snapshots](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-bot-snapshots) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com